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Sales and Service Hub Manager - Sales SupportJoin to apply for the Sales and Service Hub Manager - Sales Support role at The Good GuysSales and Service Hub Manager - Sales Support2 weeks ago Be among the first 25 applicantsJoin to apply for the Sales and Service Hub Manager - Sales Support role at The Good GuysAt The Good Guys, were here to help families live better for less. Since 1952, weve been delighting customers with unbeatable deals and exceptional service and advice with their home appliances and consumer electronics.We offer the best value, world-class brands and exceptional customer service across our 100+ store network, online, and in our commercial division, The Good Guys Commercial.Great careers start at The Good Guys begin your journey with us today.Why join The Good Guys?Fast paced and exciting environment where diversity is celebrated, and creativity and ideas are valued.Competitive remuneration to recognise our team for their effort, which depending on the role, may include generous sales commission and other fantastic incentives to celebrate success.Access to exciting career opportunities and comprehensive training and development programs as part of the broader JB Hi-Fi Group (which includes JB Hi-Fi Australia, JB Hi-Fi New Zealand, The Good Guys and E&S Trading).Fantastic discounts across the JB Hi-Fi Group, including access to VIP supplier pricing and promotions.We offer 12 weeks paid parental leave for eligible primary carers (and a gift for new parents) and we embrace flexibility and offer hybrid working models for eligible roles.Our Employee Assistance Program (EAP) provides counselling and wide array of other wellbeing resources for our team members and their families.Our Helping Hands workplace giving program has raised millions for our charity partners to support positive impact in the community.Demonstrating our commitment to sustainability, we are on track to reach our goal of net zero carbon emissions by 2030 and continue to improve the way we reduce, reuse, and recycle.Job DescriptionEnsure a positive channel experience for the customer and efficient, low-cost operations by leading the Sales & Service Hub (SSH) Sales Support team to deliver on the brand promise and effectively resolve customer queries and complaints.Key ResponsibilitiesProvide leadership and direction to the SSH Sales Support team to ensure phone sales, enquiries, complaints customer experience is exceptional and prompt resolution of issuesDevelop the knowledge and capability of the teams using the brand service model, targeted product training coaching and performance feedbackDeliver effective contact centre operations across all channels and ensure compliance and regulatory standards are metManage escalated concerns as required, ensuring prompt and effective resolution of customer issues and communicate any improvement opportunitiesDevelop standardised business rules, operating procedures, induction and training programs for the hub and ensure all team members are accreditedDevelop and refine key performance indicators and service level targets to inform channel effectivenessEnsure accurate forecasting and workforce planning to maximise productivity and deliver to call volumeDeliver process improvements which reduce error, maximise efficiencies and enhance the customer experienceBuild and maintain effective working relationships with internal and external stakeholders (i.e suppliers training)Manage and/or participate in relevant projects in line with requirementsQualificationsAt least 3 years experience in managing a large volume call centre teamAt least 2 years'' retail leadership experience is advantageousFamiliar with call centre systems, tools and reporting metricsMicrosoft Office suiteAdditional InformationJB Hi-Fi Limited is an equal opportunity employer committed to providing a work environment that promotes diversity and inclusion. If this opportunity excites you (even if you feel that you dont meet 100% of the criteria) please dont hesitate to apply!Seniority levelSeniority levelAssociateEmployment typeEmployment typeFull-timeJob functionJob functionSales, Management, and Customer ServiceIndustriesRetailReferrals increase your chances of interviewing at The Good Guys by 2xGet notified about new Contact Center Manager jobs in Brighton, Victoria, Australia.Melbourne, Victoria, Australia 20 hours agoMelbourne, Victoria, Australia 1 week agoSouthbank, Victoria, Australia 1 week agoMelbourne, Victoria, Australia 2 weeks agoMelbourne, Victoria, Australia 1 week agoMelbourne, Victoria, Australia 1 month agoTruganina, Victoria, Australia $130,000.00-$140,000.00 3 weeks agoMelbourne, Victoria, Australia 1 week agoMelbourne, Victoria, Australia 3 weeks agoFrankston, Victoria, Australia 5 days agoMelbourne, Victoria, Australia 5 days agoMelbourne, Victoria, Australia 3 hours agoClient Relationship Manager (Air Logistics)Melbourne, Victoria, Australia 3 weeks agoMelbourne, Victoria, Australia A$110,000.00-A$126,000.00 6 days agoMelbourne, Victoria, Australia 1 month agoMelbourne, Victoria, Australia 3 weeks agoMelbourne, Victoria, Australia 6 days ago126126-Regional Service Management Position-Dealers Management Assistant (Graduate Role)Melbourne, Victoria, Australia 1 month agoSenior Manager, Retail Operations, PacificMelbourne, Victoria, Australia 2 weeks agoMelbourne, Victoria, Australia 5 days agoNoble Park, Victoria, Australia 1 month agoMelbourne, Victoria, Australia 2 weeks agoMelbourne, Victoria, Australia 3 weeks agoMelbourne, Victoria, Australia 4 weeks agoNoble Park, Victoria, Australia 1 month agoSales Operations Manager- Melbourne, AustraliaMelbourne, Victoria, Australia 2 days agoMelbourne, Victoria, Australia 1 week agoDandenong, Victoria, Australia 1 week agoManager - Operations and Business TransformationMelbourne, Victoria, Australia 1 week agoWere unlocking community knowledge in a new way. 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